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Managed Service Providers

Client service portals and delivery for managed service providers

Kinetic lets managed service providers give every client a branded portal and service catalog, then fulfill requests across the PSA, RMM and identity tools you already run. One set of workflows serves all clients, each with its own approvers and branding, so adding a client means configuring it rather than building again.

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Works with ConnectWise, Autotask, Active Directory, Microsoft 365 and Intune. See the client portal use case

Approval rules for three fictional clients on the same workflows
Client New user Software Hardware
Harbor Dental Group 14 users Office manager approves Approved list, no sign-off Office manager, billed per device
Ridgeline Freight 230 users HR, then IT director Department head Finance above the spend limit
Calder Moss LLP 60 users Managing partner Approved list, no sign-off Covered by the agreement
Fictional clients. All three share the same workflows; only the approvers and billing rules change.

Every client wants it their way, and the work lands on your L1 desk

A new hire at a client means a ticket in the PSA, an account in their directory, a Microsoft 365 license, software through the RMM and a laptop from stock. A technician does each step by hand, in a different console, while checking a wiki page that says who at that client is allowed to approve what.

The client sees none of it. They email to ask where it is, which creates another ticket.

Growth makes it worse. Each new client brings its own approvers and billing terms, and the usual answer is another technician. Larger clients start asking for a branded portal and a service catalog, and a shared help desk inbox does not look like one.

Flagship use case

A new user at Ridgeline Freight, start to finish

The request comes in once, follows Ridgeline's approval rules, sets up the account and device in Ridgeline's tenant, and keeps the PSA ticket current. A technician touches it only when something needs judgment. Nobody retypes anything.

  1. Step 1 Experience layer

    The client asks for a new user

    Ridgeline's HR coordinator opens the Ridgeline portal and fills in name, start date, role and whether a laptop is needed.

  2. Step 2 Workflow layer

    Emailed requests land in the same place

    When someone emails the help desk instead, AI pulls the same details out of the message and fills the form for a technician to confirm.

    AI step

  3. Step 3 Workflow layer

    Ridgeline's rules decide who signs off

    HR confirms the hire, then Ridgeline's IT director approves. A Harbor Dental request would go to its office manager instead.

    Client approves

  4. Step 4 Integration layer

    Accounts and devices are set up

    Kinetic creates the account in Ridgeline's Active Directory, assigns a Microsoft 365 license and opens the laptop task in Intune.

  5. Step 5 Integration layer

    The PSA stays current

    A ticket is created in ConnectWise or Autotask against Ridgeline's agreement, updated as each step finishes and closed at the end.

  6. Step 6 Workflow layer

    A technician handles the exception

    Ridgeline has no spare licenses. The workflow pauses and asks the client to approve buying one; a technician only steps in if it stalls.

    Person decides

  7. Step 7 Experience layer

    Both sides see the same status

    The HR coordinator sees each step in the portal. Your account manager sees Ridgeline's request history ready for the next business review.

The services clients ask for most

Build each one once and switch it on per client.

  • Client service portals

    The full pattern: a branded portal and approval chain for each client, on one set of workflows.

  • Client employee onboarding

    New users set up across the client's directory, Microsoft 365 and line-of-business apps from one request.

  • Offboarding

    Accounts disabled, licenses reclaimed and devices recovered on the leaver's last day, with the PSA updated as it happens.

  • Software requests

    Requests checked against the client's approved list and license count, then pushed through your RMM.

  • Device lifecycle

    Laptop orders and returns tracked per client and billed according to the agreement.

The bigger opportunity is building for clients

Once portals and onboarding run on Kinetic, the same platform can carry work your clients would otherwise buy a point product for, or never get: a field inspection app, a contract approval process, an intake form that feeds their ERP. You build it, run it and bill for it as a managed service.

That turns one-off projects into recurring revenue tied to an application only you operate.

Model it for your practice

Enter your client count, revenue per client and churn, and the calculator compares staying a ticket-driven shop with building a solutions practice. No email required.

Open the MSP practice calculator

Reference architecture

One platform, many client tenants

This is a reference design rather than a published MSP case study. Shared workflows sit in the middle, each client's branded portal sits on top, and underneath sit the directory, Microsoft 365 tenant and devices that belong to each client, reached through the PSA and RMM tools your technicians already use every day.

  1. Experience layer

    Front doors

    • A branded portal per client
    • Client approver views
    • Service desk queue across clients
    • Account manager reporting

  2. Workflow layer

    The shared process

    • One workflow per service, shared by all clients
    • Approval rules set per client
    • Billable or covered, per agreement
    • AI intake from email

  3. Integration layer

    Systems of record

    • ConnectWise or Autotask PSA
    • RMM and Intune
    • Each client's directory and Microsoft 365
    • Line-of-business apps
Hosting
Kinetic-hosted cloud, or installed on infrastructure you manage.
Sign-in
Single sign-on through SAML or OIDC, so client users can sign in with Entra ID or Okta.
Chat channels
No ready-made Teams or Slack app. You build one against the Kinetic API if clients want it.

What you can build next

With client portals and the PSA connection running, the next builds are about revenue, not tickets.

Frequently asked questions

Answered by Kinetic Data. Last updated .

  • Does Kinetic replace our PSA or RMM?

    No. Your PSA and RMM stay where tickets and devices live. Kinetic adds the client portals and the workflows that update those tools as work happens.

  • How does one Kinetic environment serve many clients?

    Each client gets its own branded portal and approval rules, and you maintain one set of workflows underneath. A fix to a shared workflow reaches every client that uses it.

  • Which tools does Kinetic connect to?

    Common ones for MSPs are ConnectWise, Autotask, Active Directory, Microsoft 365 and Intune. Kinetic connects to other systems through their APIs; if a tool has an OpenAPI spec, Kinetic can connect to it.

  • Can clients make requests from Teams or Slack?

    Not out of the box. Kinetic is headless, so you build a Teams or Slack plugin against the Kinetic API, or connect an MCP-capable assistant. Many providers start with the web portal and email intake.

  • Is Kinetic secure enough for regulated or defense-sector clients?

    Kinetic runs in DoD IL5 environments, including at Army INSCOM with CAC sign-in, and can be installed in air-gapped networks. For commercial clients, single sign-on works through SAML and OIDC, including Entra ID and Okta.

  • Do you have MSP case studies?

    Not published on this page. What you see here is a reference architecture. In a working session we map it to your stack and to two or three of your real clients.

Map one client service with us

In a free two-hour working session we take one service, such as new-user setup, trace it across your PSA, RMM and a real client's tenant, and leave you with a written plan for building it on Kinetic.

Book a working session